After having selected a mattress, we began the checkout process. The sales rep looks at me sheepishly and says “We got new software last month. You’d think that I wouldn’t have to click the mouse a couple hundred times to sell you a mattress!”
This is obviously a classic example of software being built without feedback from the users. Now granted, there are probably lots of features in the software that the business owners wanted – prompts to suggestive sell upgraded warrantees, financing offers, etc. What was missing was the critical usability review from the people who would have to use the software every day, all day.